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A knowledge base gives your AI assistant information about your business so it can answer caller questions accurately. Without one, your assistant can only follow its general instructions. With one, it can reference specific details like your services, pricing, policies, and FAQs.

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Why Knowledge Matters

When a caller asks “Do you offer same-day service?” or “What areas do you serve?”, your assistant needs actual business information to answer correctly. The knowledge base is where that information lives. Knowledge items can be:
  • Websites — Your business website, service pages, or FAQ pages
  • PDFs — Documents like brochures, price lists, or policy guides
  • Text — Manually entered information about your business
Your assistant searches the knowledge base during conversations and uses the relevant information to respond naturally.

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Viewing Linked Knowledge

To see what knowledge is attached to an assistant:
  1. Go to Assistants and click on the assistant
  2. Click the Knowledge tab
Each linked item shows:
  • Title — The name of the knowledge item
  • Type badge — Website, PDF, or Text
  • System badge — Appears on auto-generated items (like your website, which VozAgent scrapes automatically)
  • Status — Shows “Processing” if the item is still being indexed, or “Error” if something went wrong

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Adding Knowledge to an Assistant

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If you already have knowledge items

  1. On the Knowledge tab, click Add (or Add Knowledge if none are linked yet)
  2. The knowledge selection panel opens, showing all knowledge items in your organization
  3. Check the boxes next to the items you want to attach
  4. Click Save to apply your changes
The save button shows a count of how many items are selected (e.g., “Save (3)”) and is only active when you’ve made changes.

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If you don’t have any knowledge items yet

If your organization hasn’t created any knowledge items, clicking Add Knowledge will take you to the Knowledge page where you can create your first one. Come back to the assistant afterward to link it.

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Removing Knowledge from an Assistant

To remove a knowledge item from an assistant:
  1. Go to the Knowledge tab on the assistant detail page
  2. Click the X button next to the item you want to remove
The item is unlinked from the assistant but not deleted from your organization. You can re-add it at any time. You can also remove items through the selection panel:
  1. Click Add to open the selection panel
  2. Uncheck items you want to remove
  3. Click Save

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How Knowledge Works Behind the Scenes

When you link a knowledge item to an assistant, VozAgent:
  1. Uploads the content to a search index
  2. Adds it to the assistant’s configuration so the AI can query it during calls
  3. Updates the system prompt with a “[Knowledge Base Access]” section so the AI knows it has business information available
During a call, when a caller asks a question, the AI searches the knowledge base for relevant information and incorporates it into its response.

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Tips for Effective Knowledge

  • Keep it current — If your hours, pricing, or services change, update your knowledge items
  • Be specific — A detailed FAQ page works better than a vague homepage
  • Use multiple items — Link your services page, FAQ page, and a pricing document for comprehensive coverage
  • Check the status — Make sure all linked items show as active (not “Processing” or “Error”)
  • Don’t overload — Focus on the information callers actually ask about

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System Knowledge Items

When you add your business website to VozAgent, the platform automatically scrapes it and creates knowledge items marked with a “System” badge. These are managed automatically and permanently linked to your assistants. System items are fully locked: their content is not viewable, they cannot be edited, and they cannot be unlinked from any assistant. To refresh their content, use the sync button on the Knowledge page. If you need to supplement or correct what the system items contain, add additional knowledge items with the correct information.